Invention Grant
- Patent Title: Agent-centric processing of prioritized outbound contact lists
- Patent Title (中): 以代理为中心处理优先出境联络名单
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Application No.: US14541194Application Date: 2014-11-14
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Publication No.: US09083800B1Publication Date: 2015-07-14
- Inventor: James K. Noble, Jr. , Karl H. Koster
- Applicant: Noble Systems Corporation
- Applicant Address: US GA Atlanta
- Assignee: NOBLE SYSTEMS CORPORATION
- Current Assignee: NOBLE SYSTEMS CORPORATION
- Current Assignee Address: US GA Atlanta
- Main IPC: H04M3/00
- IPC: H04M3/00 ; H04M5/00 ; H04M3/51 ; H04M3/523

Abstract:
Outbound contact records for a contact center can be arranged as an ordered list reflecting a priority for reaching a party during defined time periods. For each time period, the corresponding prioritized list is used for originating outbound contacts. Originating outbound contacts involves first determining when an agent is available and determining an agent profile of the available agent. Then, records in the ordered list are searched to identify parties having a compatible called party profile matching the agent profile. When an agent is available, the selected contact records are used to generate outbound contacts and a responding party is matched to the agent. Other responding parties may be matched with other agents having the same agent profile or matched with second-best compatible agents. At certain conditions, the remaining records may be processed in a list-centric manner wherein a responding party is matched with any available agent.
Information query